Service Level Agreement
Last updated: 30 May 2026
This Service Level Agreement ("SLA") describes the uptime commitment for SourovStore email services for customers on an active paid plan.
1. Uptime commitment
We target 99.9% monthly uptime for core mail services (sending, receiving and webmail access). That is a maximum of roughly 43 minutes of unplanned downtime per 30-day month.
2. How uptime is measured
Uptime is measured as the percentage of minutes in a calendar month during which our core mail services are reachable, as recorded by our monitoring. You can see live service health any time on our status page.
3. What is excluded
- Scheduled maintenance, announced at least 24 hours in advance.
- Issues caused by your own DNS, domain, network or email client configuration.
- Force majeure — events beyond our reasonable control (datacenter disaster, large-scale internet outages, government action).
- Suspension due to Acceptable Use Policy violations or non-payment.
- Third-party provider outages outside our infrastructure.
4. Service credits
If monthly uptime falls below 99.9%, you may request a service credit:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.9% | 10% of that month's fee |
| 95.0% – 98.99% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Credits are applied to future invoices and are the sole remedy under this SLA.
5. How to claim
Email support@sourovstore.devwithin 30 days of the incident with the dates and times affected. We'll verify against our monitoring and apply any eligible credit.
6. Changes
We may update this SLA over time. Material changes will be posted here with a new "last updated" date.